Hi, I’m interested in understanding the techniques people use to keep their staff motivated and interested. We are getting too many complaints from customers and it is starting to affect our business?

Responses

Start with reviewing the remuneration first. That is the first root of demotivation. Employees who believe they are not being remunerated enough would put a less than 100% effort.

Secondly - make sure that they are trained well. They should know how to do whatever their function requires them to do. The most common excuse for employees not doing something is that they dint know how to do it.

Thirdly - try to create a positive work place environment. This would need a sit down with the employees and telling them that things are not going well and as an owner you want to change things around and ask for their suggestions as to how this can be achieved. If they come up with ideas/suggestions, they are more likely to follow them than if your put it to them.

Fourthly - appreciate the time they out in your business. This is more than paying them wages. This is about showing them that you genuinely care about them as people. Things like a cake on their birthday (from the business), a day off on their birthday, Christmas bonus etc goes a long way.

It can be soul-destroying for staff if the root-cause of the complaints isn't being addressed. I would make sure you and your senior team spend time speaking with the customers who are making the complaints. This will show the team that the bosses are willing to get their hands dirty. It will also provide management with direct feedback on what's driving the complaints so that the issues can be fixed.

Also ask the team what they believe needs to be done to improve the situation. More often than not, they have the answers. Feeling that they are empowered to suggest (and make) improvements is a great way to improve employee morale and engagement.

Hey JoanneA little different perspective from a tech company with quite a number of remote team around the globe.

We spend a lot of time having 1 on 1 catchups, which is difficult when you're not in the same room or country - but ensures that everyone knows that they can speak out about any challenged they are facing. If challenges or issues are not brought up, I'd suggest forcing these so that you can not only help, but show the team just how much you are willing to help.

Our policy is that if someone on the team is really not enjoying a role, then they are not the right person for that role, or the role needs to alter. I find that there is always someone for every role - who enjoys that role and therefore performs excellently - or that a few minor tweaks bring that role in alignment with the individual to help them enjoy it more.

I would add that I don't believe going straight to wages is going to solve your issues. Yes, employees need to know their time is valued, but past a point increasing $ will not have any affect. A much better way to show value is to genuinelly take the time to listen, actively and visibly work to help them solve challenges, and then make sure you are congratulating and rewarding each and every week.